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Citations for "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction"

by Ruth N. Bolton

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  1. Bolton, R.N. & Lemo, K.N. & Verhoef, P.C., 2002. "The Theoretical Underpinnings of Customer Asset Management," ERIM Report Series Research in Management ERS-2002-80-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  2. Hans H.Bauer & Maik Hammerschmidt & Matthias Braehler, 2004. "The Customer Lifetime Value Concept And Its Contribution To Corporate Valuation," Microeconomics 0402006, EconWPA.
  3. Noel Siu & Tracy Zhang & Cheuk-Ying Yau, 2013. "The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery," Journal of Business Ethics, Springer, vol. 114(4), pages 675-686, June.
  4. Evgeni Stanimirov & Vladimir Jechev, 2013. "Consumer Orientation as a Factor for Satisfying the Clients," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 56-89.
  5. Yang, Yingkui, 2014. "Understanding household switching behavior in the retail electricity market," Energy Policy, Elsevier, vol. 69(C), pages 406-414.
  6. (Sandy) Zhang, Sha & van Doorn, Jenny & Leeflang, Peter S.H., 2014. "Does the importance of value, brand and relationship equity for customer loyalty differ between Eastern and Western cultures?," International Business Review, Elsevier, vol. 23(1), pages 284-292.
  7. Son, Minhee & Han, Kyesook, 2011. "Beyond the technology adoption: Technology readiness effects on post-adoption behavior," Journal of Business Research, Elsevier, vol. 64(11), pages 1178-1182.
  8. Buckinx, Wouter & Van den Poel, Dirk, 2005. "Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting," European Journal of Operational Research, Elsevier, vol. 164(1), pages 252-268, July.
  9. Gianna Giudicati & Massimo Riccaboni & Anna Romiti, 2013. "Experience, socialization and customer retention: Lessons from the dance floor," Marketing Letters, Springer, vol. 24(4), pages 409-422, December.
  10. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
  11. Nematollah SHIRI & Davoud MOHAMMADI & Samira SAYMOHAMMADI & Ahmad REZVANFAR, 2013. "Factors Affecting Job Satisfaction Among Personnel Of The Jihad-E-Keshavarzi Organization Of Ilam Province, Iran," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 5(2), pages 76-85, June.
  12. Bruhn, Manfred & Georgi, Dominik & Hadwich, Karsten, 2008. "Customer equity management as formative second-order construct," Journal of Business Research, Elsevier, vol. 61(12), pages 1292-1301, December.
  13. Van den Poel, Dirk & Lariviere, Bart, 2004. "Customer attrition analysis for financial services using proportional hazard models," European Journal of Operational Research, Elsevier, vol. 157(1), pages 196-217, August.
  14. Massimo Riccaboni & Anna Romiti & Gianna Giudicati, 2011. "Co-experience Network Dynamics: Lessons from the Dance Floor," DISA Working Papers 2011/02, Department of Computer and Management Sciences, University of Trento, Italy, revised 28 Mar 2011.
  15. Ilaria Dalla Pozza, 2014. "Customer experiences as drivers of customer satisfaction," Working Papers 2014-416, Department of Research, Ipag Business School.
  16. Ana B. Casado & Francisco J. Mas & Hans Kasper, 2006. "Explaining Satisfaction In Double Deviation Scenarios: The Effects Of Anger And Distributive Justice," Working Papers. Serie EC 2006-09, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
  17. Chieh-Peng Lin & Cherng Ding, 2009. "Comparing the main effects and moderating effects of education among three models in IT service: a quantitative approach," Quality & Quantity: International Journal of Methodology, Springer, vol. 43(4), pages 617-633, July.
  18. Sullivan, Ursula Y. & Thomas, Jacquelyn S., 2004. "Customer Migration: An Empirical Investigation across Multiple Channels," Working Papers 04-0112, University of Illinois at Urbana-Champaign, College of Business.
  19. Inger ROOS & Martin LÖFGREN & Bo EDVARDSSON, 2013. "Customer-Support Service From A Relationship Perspective: Best Practice For Telecom," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 5(2), pages 5-21, June.
  20. Evens Salies & Jackie Krafft, 2008. "Why and how should innovative industries with high consumer switching costs be re-regulated ?," Sciences Po publications 2008-13, Sciences Po.
  21. Bas Donkers & Peter Verhoef & Martijn Jong, 2007. "Modeling CLV: A test of competing models in the insurance industry," Quantitative Marketing and Economics, Springer, vol. 5(2), pages 163-190, June.
  22. Mark Tanya & Niraj Rakesh & Dawar Niraj, 2007. "Using Customer Relationship Trajectories to Segment Customers and Predict Profitability," Research Memorandum 014, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  23. Liao, Shuling & Cheng, Colin C.J., 2014. "Brand equity and the exacerbating factors of product innovation failure evaluations: A communication effect perspective," Journal of Business Research, Elsevier, vol. 67(1), pages 2919-2925.
  24. Glady, N. & Lemmens, A. & Croux, C., 2015. "Unveiling the relationship between the transaction timing, spending and dropout behavior of customers (Online First)," Other publications TiSEM 52e91e47-4a2d-4e7b-bb23-3, Tilburg University, School of Economics and Management.
  25. Floh, Arne & Zauner, Alexander & Koller, Monika & Rusch, Thomas, 2014. "Customer segmentation using unobserved heterogeneity in the perceived-value–loyalty–intentions link," Journal of Business Research, Elsevier, vol. 67(5), pages 974-982.
  26. Fouzia Ali & Hassan Raziq & Abdul Aleem & Shahrukh Latif & M.Arslan & Arsalan Shah Muhammad, 2011. "Customer Satisfaction and Islamic Banking in Pakistan," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 1(4), pages 89-96, November.
  27. Funches, Venessa & Markley, Melissa & Davis, Lenita, 2009. "Reprisal, retribution and requital: Investigating customer retaliation," Journal of Business Research, Elsevier, vol. 62(2), pages 231-238, February.
  28. De Cannière, M.H. & De Pelsmacker, P. & Geuens, M., 2006. "The moderating impact of relational strength on the relationship between relationship quality and purchasing behavior," Vlerick Leuven Gent Management School Working Paper Series 2006-16, Vlerick Leuven Gent Management School.
  29. Paul-Valentin Ngobo & Jean-François Casta & Olivier Ramond, 2012. "Is customer satisfaction a relevant metric for financial analysts?," Post-Print halshs-00680003, HAL.
  30. Nguyen Thi Tuyet Mai & Takahashi Yoshi & Nham Phong Tuan, 2013. "Technology acceptance model and the paths to online customer loyalty in an emerging market," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(2), pages 231-248.
  31. Abdulvahap Baydas, 2014. "Customer satısfactıon ın prıvate health organızatıons: an empirical study," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 8(2), pages 43-56, June.
  32. Jolley, Bill & Mizerski, Richard & Olaru, Doina, 2006. "How habit and satisfaction affects player retention for online gambling," Journal of Business Research, Elsevier, vol. 59(6), pages 770-777, June.
  33. Atakan Yalcin & Lerzan Aksoy & Timothy L. Keiningham & Bart Larivière & Sunil Mithas & Forrest V. Morgeson III, 2012. "The Satisfaction, Repurchase Intention and Shareholder Value Linkage: A Longitudinal Examination of Fixed and Firm Specific Effects," EcoMod2012 4543, EcoMod.
  34. Naveed, Tahir & Akhtar, Irum & Cheema, Khaliq Ur Rehman, 2012. "The Impact of Innovation on Customer Satisfaction and Brand loyalty: A Study of the Students of Faisalabad," MPRA Paper 53197, University Library of Munich, Germany.
  35. Lewin, Jeffrey E. & Biemans, Wim & Ulaga, Wolfgang, 2010. "Firm downsizing and satisfaction among United States and European customers," Journal of Business Research, Elsevier, vol. 63(7), pages 697-706, July.
  36. repec:dgr:tuecis:0117 is not listed on IDEAS
  37. Vardit Landsman & Moshe Givon, 2010. "The diffusion of a new service: Combining service consideration and brand choice," Quantitative Marketing and Economics, Springer, vol. 8(1), pages 91-121, March.
  38. Choi, Sunmee & Mattila, Anna S., 2008. "Perceived controllability and service expectations: Influences on customer reactions following service failure," Journal of Business Research, Elsevier, vol. 61(1), pages 24-30, January.
  39. Teerling, M.L. & Huizingh, Eelko K.R.E., 2006. "Exploring the concept of web site customization: applications and antecedents," Research Report 06F07, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
  40. Rong Chen & Jianmin Jia, 2012. "Regret and performance uncertainty in consumer repeat choice," Marketing Letters, Springer, vol. 23(1), pages 353-365, March.
  41. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
  42. Hubert Chan & E. Ngai, 2010. "What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services," Journal of Business Ethics, Springer, vol. 91(1), pages 73-110, February.
  43. Zafar, Mohsin & Zafar, Sana & Asif, Aasia & Hunjra, Ahmed Imran & Ahmad, H. Mushtaq, 2011. "Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan," MPRA Paper 40690, University Library of Munich, Germany.
  44. Siddharth Singh & Sharad Borle & Dipak Jain, 2009. "A generalized framework for estimating customer lifetime value when customer lifetimes are not observed," Quantitative Marketing and Economics, Springer, vol. 7(2), pages 181-205, June.
  45. Fruchter, Gila E. & Sigué, Simon P., 2013. "Dynamic pricing for subscription services," Journal of Economic Dynamics and Control, Elsevier, vol. 37(11), pages 2180-2194.
  46. repec:spo:wpecon:info:hdl:2441/6143 is not listed on IDEAS
  47. Bitran, Gabriel R. & Rocha e Oliveira, Paulo & Schilkrut, Ariel, 2008. "Managing customer relationships through price and service quality," IESE Research Papers D/750, IESE Business School.
  48. Netzer, Oded & Lattin, James M. & Srinivasan, V. "Seenu", 2007. "A Hidden Markov Model of Customer Relationship Dynamics," Research Papers 1904r, Stanford University, Graduate School of Business.
  49. Verhoef, P.C. & Antonides, G. & de Hoog, A.N., 2002. "Service Processes as a Sequence of Events," ERIM Report Series Research in Management ERS-2002-105-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  50. Malcolm Smith & Chen Chang, 2009. "The impact of customer-related strategies on shareholder value: evidence from Taiwan," Asian Review of Accounting, Emerald Group Publishing, vol. 17(3), pages 247-268, September.
  51. Ferrer, Juan-Carlos & Rocha e Oliveira, Paulo & Parasuraman, A., 2012. "The behavioral consequences of repeated flight delays," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 35-38.
  52. Nabaz T. Khayyat & Almas Heshmati, 2012. "Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region," Journal of Knowledge Management, Economics and Information Technology,, vol. 2(3), pages 7, June.
This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.